CUSTOMER INTERACTION

“Customers want more, expect more, and are more mobile than ever before. Simplicity and a focus on the metrics is what really matters in how you deliver what customers want – and turn them into advocates for your business.”

In a multi-channel world where new entrants to markets can quickly disrupt and transform sectors in fundamental ways there’s one thing that will never change: the importance of excellent customer service. It’s the key differentiator. It’s what can set your product or service apart from the competition.

At Bluefish we talk to you about three important things: How do you measure the effectiveness and quality of your customer interactions? We establish where your Net Promotor Scores are, and which need to be improved.

We look at how you deliver customer service – how your customer-facing employees work and which systems they use. Are they effective? Are they complex? Can your people answer customer queries, solve problems or sell products as easily and seamlessly as possible? We work to cut complexity from the space between you and your customers so everyone can get closer – quicker.

That also means we have to look at the technology you’re using. Contact Centres need to be totally responsive in an era where an email or a Tweet can be as important as a direct call to a representative. All media have to be aligned so the customer journey is a simple and transparent as possible. Customers want to be able to get in touch quickly, and have their problem answered or need satisfied effortlessly.

There can be no barriers between technologies. An email has to be as effective as an online chat or a person-to-person call, and the information has to be shared across all platforms. That’s because customers are shaping how products and services should be delivered – and we’ll help you make the most of that opportunity.

We’ll help you boost your service levels and NPS so you can open up new opportunities to up- and cross-sell, deepen customer loyalty and turn each customer into an advocate for your business.

OUR SERVICES

We can’t claim to know everything, but we do know what is important to organisations seeking to thrive in an environment where change happens fast. We’ve honed our services down to a focused list of the areas that can make a difference to you. In each we have experts who can help you make the most of the technological and organisational potential of each service.

ICT

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Cloud

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Project & Programme Management

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Business Snapshot

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Managed Service

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Enterprise Applications

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Infrastructure

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UC&C

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Contact Centre

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Process Optimisation

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Business Change Programs

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Security

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OUR THINKING

Our team of expert consultants are passionate about sharing their thoughts and opinions on current developments within the market. Get inside our heads and join the debate.